Bilingual Service Desk Analyst - Thornhill, Canada - CAA Club Group

CAA Club Group

Verified Company

Thornhill, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Us:

CCG is looking for an experienced Bilingual IT Service Desk Analyst.

The main responsibilities for this role will be to provide operational and administrative support for the IT Asset management (ITAM) process.

This includes IT asset tracking for both hardware and software, compliance, lifecycle planning and costing activities.

This role will also be responsible for working with other IT department to ensure Pc's are properly imaged and deployed to associates based on assigned tickets and project requirements.

In this role you will also be providing technical support for associates via phone and the self-service portal and accurately recording a detailed description of the issues raised.

Who we are:

As Canada's largest automobile association, we are passionate about keeping our Members safe
- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development
- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non

Members. We work hard and play hard. We're about doing what's right and feeling good about it.

Position Details:

What you will do:

Support tasks for this position include incident handling, problem identification, logging and tracking, troubleshooting, resolution, hardware and software support, incident, and problem escalation
Identify, investigate, and resolve PC, Laptop, Mobile Device and Printer problems
Document and maintain Service Desk procedures
Various projects as assigned by Management
Work rotational weekend and evening shifts as required

Who you are:

Post-Secondary education or Diploma in computer science or Information Technology
A minimum of two years' experience within a customer serviceoriented Information Technology environment including indepth experience in providing technical support and quality customer service
Strong written and oral communication skills
Excellent time management, analytical and problemsolving skills
Ability to work effectively and productively within a team environment
Knowledge of ticketing management systems
Knowledge of PC, laptop, iPhone and printer hardware and software
Experience working with and creating Power Bi reporting and dashboards
Experience working in Asset management and procurement departments
Proficient in MS Office 365 (Outlook, Excel, Word, Power Point), MS Visio, MS Project and Internet Explorer
Experience with Windows 10 desktop operating systems remote diagnostic and problem resolution
Experience working with Microsoft Configuration manager and Autopilot deployments
Knowledge of ITIL philosophy would be an asset (Service Desk Management, Incident & Problem Management and Change Management)
Available to work varied shifts within a 24/7 environment
French language proficiency required

Our Commitment:

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

As an organization we are focused on Member safety, which includes the safety and well-being of our Associates. Therefore, you must be and remain fully vaccinated as a condition of employment.